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SAKALA

SAKALA REPORI CARD

May -2012

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The Karnataka Guarantee of Services to Citizens Act 2011

Report Card for the month of May 2012:

Table of Contents: Foreword

The Hon. Chief Minister of Karnataka Message

The Hon. Law & Parliamentary Affairs Minister

A Tribute to the Architect‐ By Dr. Shalini Rajneesh – Mission Director.

Introduction 1

Chapter 1: Pilot project – Reflections 4

Chapter 2: A State wide Launch 6

Chapter 3: The Month of May – Statistics & Analysis 9

Chapter 4: Services utilised under Sakala – A Deep Dive 25

Chapter 5: Most sought after List of services demanded by Citizens: 30

Chapter 6: A Project Evaluation Report by IIM’s Centre for Public Policy ‐Site Visit to Dakshina Kannada.

33

Chapter 7: Call Centre data Analysis: 35

Chapter 8: Citizen Feedback – a Compilation by Dist .IT Consultants 39

Chapter 9: Events & Happenings 43

Chapter 10: Some Important Sections of the Act & Rules governing the Act: 46

Chapter 11: The Road Ahead – by Sri. Munish Moudgil – Addl. Mission Director

48

Chapter 12: Reaching out; 51

Annexure to the Report

a) Details of IT Consultants & Contact Information 53

b) Details of Nodal Officers & Contact Information 54

c) Details of Complaints received & Its status 56

d) The Mission Team 61

Photo of CM

FOREWORD

All Rules and Regulations and Laws are made keeping in mind the well being of people However, the knowledge of these laws is restricted to a few people like the officialdom alone, which defeats the very purpose for which it has been enacted. Knowledge has been the tool of oppression for a long time and officialdom is no exception to this.

It has become a practice of the official class which has acquired knowledge of laws to oppress the public who have no knowledge of these laws. To avoid denial of the benefits of Government schemes and programmes to the beneficiaries, the common man should be made aware of his rights. It is my Government’s commitment to ensure that the citizens get their rightful benefits.

The Government operationalised Karnataka Guarantee of Services to Citizens Act-2011 under the name of SAKALA since April 2012. Thus citizens should get the benefits from the Government without any hurdles and unnecessary delays. This would bring down corruption in the officialdom and increase transparency in administration as we go along.

It is really encouraging the way the public have made use of this Act since its inception. It is heartening to note that the Government’s motive to provide a pro-people administration which is more responsive to the demands of the public and adopt a new professional culture is being realized with the enforcement of this Act.

What are the steps taken since implementation of this Act has come into force? How many have benefitted from this? What are the salient features of this Act? I feel that the publication being brought out by the Department of Personnel and Administrative Reforms is a reflection of the salient features – “SAKALA” has so far achieved. The very fact that more than 25 lakh applications have been received from the public of which 19 lakhs have been disposed of, well before time is a testimony to the success of “SAKALA”.

I heartily wish that the public benefit from SAKALA in a big way and Karnataka occupies the prime position in Good Governance in the entire Country.

D.V. SADANANDA GOWDA CHIEF MINISTER

Date: 6 June 2012

Place: Bangalore

<Photo>

MESSAGE

A Transparent, People friendly and progressive administration is our Government’s promise & Objective.

The Government of Karnataka has brought into force a new Act called “The Karnataka Guarantee of Services to Citizens Act, 2011” with the intention of curtailing the corruption in the system and to avoid unnecessary harassment to the public who avail the services at the various Government offices and get their work done with minimal efforts.

This SAKALA Act is implemented with the intention of providing essential services without any delay. This Act which provides for payment of compensation to the public by the Government servants who fail to provide such services is truly people friendly.

Karnataka which is known for Progressive administrative practices has excelled in implementation and progress of this Act. SAKALA is a strong weapon in the hands of its Citizens. A steady rise in the number of applications received and their disposal from the date of its inception to this day is a classic example.

The booklet being published by the Department of Personnel and Administrative Reforms is an attempt to give insights on the working of the Sakala Mission.

I look forward to the awareness level of SAKALA amongst the citizens to increase further. We also anticipate including many more services of more departments in addition to the existing 151 citizen services. Let SAKALA be a means for all Citizens to be empowered.

S.SURESH KUMAR Hon. Minister for Law & Parliamentary Affairs,

Urban Development & BWSSB

Introduction Democratisation of Administration

Accountability of Administration to the Citizens has always been an elusive goal of Indian Democracy as inherited from the British Raj. For the first time the citizens of Karnataka feel that the official machinery is sensitive to their needs and the officials feel that there is an objective mechanism for monitoring their performance – good or bad. And the credit goes to successful implementation of The Karnataka Guarantee of Services to Citizens Act (KGSC) 2011.

HIGHLIGHTS

• Provides 151 services through 11 departments within a stipulated time. • Mandatory notice boards displayed in each office describing the services

included in the Act, time allocated and the officials responsible for the same. • Reducing human interface in collection of application and delivery of service

by use of IT. • Bottom‐up approach in defining workflow and responsibilities for each

service, given the administrative constraints. • Need‐ based capacity building of officials coupled with IT software/hardware • Empowering the citizen with a 15 digit computerised acknowledgement

number for his application guaranteeing the services in a time bound manner. • SMS based tracking of citizens application status‐ type GSC No.

9243355223/09212357123 • Call centre No. 080‐44554455 provided for seeking information, lodging

complaints and getting compliance. • Compensating the citizen @ Rs. 20/‐ per day up to Rs. 500/‐ for every default.

NEED FOR THE INNOVATION‐CITIZEN’S PERSPECTIVE

• Most citizens are not happy with Govt. service due to Undue delays, Lack of responsiveness, accountability and transparency.

• Citizens experience too many levels of bureaucracy and very complicated procedures.

• No defined timelines for services (I decide – you abide) • Many services are inaccessible, lack of awareness among citizens on whom to

contact and when.

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• Attitude of the Employees – passing the buck, ‘Not my Job’. • Multiple agencies for a single service & inefficient delivery mechanisms. • Lack of Single Window Solutions for issues.

NEED FOR INNOVATION – ADMINISTRATIVE PERSPECTIVE

• Government staff suffers from excess workload and poor staff support. • Inadequate automation leading to manual work burden. • Frequent transfers resulting in loss of corporate memory. • Decision making at higher level without taking into confidence the cutting

edge. • Lack of incentive for good work and disincentive for poor performance.

OUTCOME OF THE INNOVATION

• Bidding goodbye to prolonged delays & Bureaucratic Red‐tapism • Instead of people chasing files, sms chases citizens with the status of their file. • Instead of people paying officials for the work, officials pay for non delivery. • Enhanced accountability, responsibility & transparency – the essence of Good

Governance. • Lakhs of satisfied citizens who received services even before the fixed time

limit. • Reduction in quantum of public grievances.

Karnataka State Legislature in 2011 passed the Karnataka Guarantee of Services to Citizens Act (KGSC) to provide guarantee of services to citizens in the State of Karnataka within a stipulated time limit for citizen related services. A comprehensive IT Solution enables implementation of the Act by providing a transparent monitoring mechanism for the services requested by a citizen. Whenever the request for the service is made, the citizen receives an acknowledgement slip with a unique number called the Guarantee Services to Citizen (GSC) number. With the help of the GSC number, a citizen can monitor the status of his application on the web‐site www.sakala.kar.nic.in. This system also has a mobile interface. Citizens can check the status of their application by sending an SMS from a mobile phone by typing their 15 GSC digit number. The system will send a reply back to them with current status of the application.

In case the application is rejected or if the service is not provided within the stipulated time, citizens can file an appeal before the competent officer (CO) to redress their grievance quoting the GSC number. For the use for a large number of

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people who may be unable to use either the SMS mode or the website, a call centre is available to assist the citizens( 080‐4455 4455) The competent officer will hear the appeal and redress the grievance within the specified time. Citizens can claim the compensatory cost of Rs. 20 per day for the delayed period subject to a maximum of Rs. 500 from the CO, upfront. The designated officer shall be liable to pay the citizens, the said compensatory cost, at the end of the month through his salary, after a summary enquiry by the CO.

‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐

Note: In this report, we take you through the initial Pilot phase, Snippets of April and then the highlights for the Month of May 2012 with other chapters dedicated to each area of working.

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Chapter 1

Pilot Project ‐ A Reflection Background:

The Pilot project was launched on the 1st of March 2012 in Aurad Taluk in Bidar district, Chitradurga Taluk in Chitradurga district, Puttur in Dakshina Kannada District and Dharwad Taluk in Dharwad District and BBMP’s Bangalore –Jayanagar. This represented each Division.

An assessment of the usage of the Sakala project in the Pilot Phase (March 2012) was carried out by the Indian Institute of Management, Bangalore (IIMB), which submitted its findings to the Mission.

Usage of the Sakala Act across various departments

A total of 1, 63,000 applications were received and 99% were disposed well before time. Citizens‐ during the pilot phase used maximum services from Revenue, Transport and Local Municipal Corporations.

The Commercial Taxes Department had rolled out Sakala across the entire state of Karnataka and this saw a 79% share in the total applications received. The district wise distribution of applications is shown below:

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Recommendations:

1. While there has been a considerable pace of delivery of services, the defaults need to be analyzed further to understand the root causes. A systematic Preventive and Corrective action‐taking mechanism for default management will assist in making the system robust and error proof.

2. In certain cases it has been observed the definition of disposal of a service has to be redefined when the process is complete but the citizen has not yet come back to pick up the requested certificate or service.

3. An analysis of the processes being followed in 151 services need to be undertaken to see if there are steps that can be simplified. A business processing reengineering exercise will help in identifying simplifications that can be undertaken.

4. A roadmap has to be established to enlarge the number of services that are covered under Sakala from the 11 departments as well as bring in other departments in Government of Karnataka under the ambit of Sakala.

Action Taken: Constant monitoring by the Mission on each and every delay / default from top to bottom using IT tools, has sensitised the departments towards prevention of default by going to the root causes. Simplification of steps, changes in the rules through Government orders, circulars, amendments, etc is an ongoing process.

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Chapter 2

A State Wide Launch ‐April:

On April 2 2012, the Honourable Chief Minister of Karnataka Sri. Sadananada Gowda inaugurated the State wide launch of the Sakala Act covering all 30 districts and 151 services in the selected 11 departments.

Hon. CM receiving the first Application from a Citizen to provide Sakala Service.

In Our April report, we gave you a very detailed picture of each district and the details of the department used. Up to the end of April, we had about 10 Lakh applications that were received and 98.59% of these were delivered. The Hon Law minister Sri. Suresh Kumar addressed the press and updated the citizens on the progress made in this unique project. An evaluation based on 4 important criteria was used to assess the performance of the department and districts in the month of April as given below:

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1. In Terms of Application receipts in Districts –Mandya, Hassan and

Davanagere received the highest receipts of applications, while Bidar, Yadgir,

& Bijapur needed improvement in terms of collections of applications.

2. In Terms of Best Performing Districts Dharwad, Chitradurga came first,

followed by Dakshina Kannada & Mandya. Davanagere, Bidar, Tumkur and

Chikkamagalur needed improvements.

3. In Terms of highest services (department‐wise) used by citizens – Revenue

department came first, followed by Commercial Taxes and then Transport.

Detailed report for April can be had by logging on to: http://sakala.kar.nic.in > Reports.

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Citizen’s feedback:

During the month of April 2012, the call centre received over 23000 calls from citizens. The Call centre is contactable at 080 – 44554455. The General Analysis reveals that 41% of the calls were related to General Enquiries, while 31% related to Procedural enquiries, 21% callers enquired about the Act and its applicability, with the rest %age relating to Address details, fees & website details. A random sample of 100 callers were contacted through the call centre to check if they were satisfied with the information so provided. 70% expressed their satisfaction while 30% did not find the services they wanted to avail under Sakala eg pensions….

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Chapter 3

The Month of May – Statistics & Analysis:

Overall and Department Wise District Performance Ranks

Overall Summary: As of 31 May, 2012, a total of 15, 52,515 applications were received and 11, 89,170 applications were disposed before the due date. The Month of May saw 98.9% success rate in disposals (Improved over April’s 98.5%).

Given below is a table of the percentage of services delivered by department and its usage patterns:

Department %age

Revenue 63.35

Transport 15.07

Commercial Tax 13.78

Urban Development ( Incl BBMP) 4.75

Home Department 3.03

Total 100

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Department wise Summary statement from the Portal as of 31 May 2012:

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District wise Summary statement from the Portal as of 31 May 2012:

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The implementation of the Act completes second month on 2‐6‐2012, and, overall satisfactory performance of 99.1% (delayed disposal as percentage of total disposal) in‐time delivery of service requests has been achieved. This write‐up is an attempt to go deeper into performance of each of the 11‐departments and, also, individual performance of each of the 30 districts. The Police Department has been integrated with Sakala on 28/29th May and the evaluation of the department needs some time before a clear conclusion could be given.

Evaluation Methodology;

The performance of the districts and the departments has been evaluated broadly using the following criteria, namely,

1. Default %age includes both ʺPending beyond deadlineʺ and ʺDisposed with delayʺ

2. For overall district wise ranking it gives 70% weightage to ʺDefault %ageʹ and 30% to ʺRcpt per lakh population.

3. Each department wise ranking gives 50% weightage to both these factors.

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Overall Performance Ranking of Districts: May Report Card for 30 Districts - Overall Performance Ranks (All Depts. except Commercial Taxes)

DISTRICT Appln Rcd in May

Appln Displ in

May

May Default as %age of total rcpt

Rank in Default

as %age of total

rcpt

Rcpt per lakh popln

(except Comm TAX)

Rank in Rcpt

per lakh

popltn

Overall Rank

Uttara Kannada 39606 31297 0.13% 2 2671 7 1

Udupi 35184 27233 0.36% 3 2750 5 2

Mandya 60073 46421 0.54% 5 3284 1 3

Chitradurga 43506 31368 0.60% 7 2552 9 4

Dakshina Kannada 51460 45133 0.02% 1 2041 24 5

Haveri 33832 26061 0.36% 4 2060 23 6

Kodagu 13077 10397 0.68% 9 2308 14 7

Dharwad 52446 42306 0.64% 8 2254 17 8

Chikkaballapura 26339 19099 0.58% 6 2078 22 9

Gadag 32086 21933 1.05% 14 2932 4 10

Kolar 36613 24889 0.83% 12 2349 13 11

Hassan 58222 44008 1.15% 17 3222 2 12

Davanagere 49420 36449 1.03% 13 2378 12 13

Belgaum 116827 85915 0.78% 11 2143 18 14

Bagalkot 41507 31680 0.76% 10 2096 21 15

Koppal 32860 21106 1.26% 19 2284 16 16

Ramanagara 34961 21629 1.76% 25 3155 3 17

Mysore 85724 62136 1.45% 24 2595 8 18

Bangalore 285191 244904 1.06% 15 1722 29 19

Tumkur 66752 47132 1.30% 23 2425 11 20

Bijapur 40809 31611 1.07% 16 1729 28 21

Shimoga 36593 31656 1.19% 18 1919 26 22

Bellary 58618 43518 1.29% 21 2099 20 23

Chamarajanagar 22160 16256 1.30% 22 2138 19 24

Bangalore Rural 24584 15712 1.83% 26 2443 10 25

Yadgir 23291 15830 1.28% 20 1965 25 26

Chikmagalur 31476 23363 2.20% 29 2716 6 27

Raichur 45454 32084 2.07% 27 2289 15 28

Bidar 22886 19017 2.18% 28 1264 30 29

Gulbarga 50939 39027 2.70% 30 1903 27 30

Total 1552515 1189170 1.09%

Uttara Kannada (99.87%), Udupi (99.63%) and Mandya (99.46%) have scored very well in the Month. These districts have not only shown insignificant default %age but they have also witnessed more applications per lakh of population. While Bidar, Gulbarga & Raichur needs to improve their numbers and work towards generation of awareness of Sakala.

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1. Revenue Department:

DISTRICT Appltn Rcvd in

May

Appltn Displ in

May


Rank in Default

as %age of total

rcpt

Rcpt per lakh

popltn

Rank in

Rcpt per lakh

popltn

Overall Rank

(Equal weight to two ranks)

Ramanagara 25480 14297 0.58% 7 2353 3 1

Uttara Kannada 23709 16103 0.08% 1 1650 13 2

Chitradurga 28746 18260 0.50% 6 1731 8 3

Mandya 44217 31389 0.84% 12 2445 2 4

Mysore 51320 31893 0.45% 5 1714 10 5

Chamarajanagar 18135 12893 0.83% 11 1776 6 6


Hassan 44943 28412 1.69% 19 2530 1 8

Kolar 26175 15828 0.81% 10 1699 11 9

Bangalore Rural 15353 8531 0.79% 8 1555 17 10

Gadag 21333 13324 2.03% 22 2003 4 11

Haveri 20813 13727 0.26% 4 1302 23 12

Chikmagalur 19575 12536 1.67% 18 1720 9 13


Tumkur 47762 31649 2.33% 25 1781 5 15

Udupi 18877 13992 1.25% 16 1603 15 16

Davanagere 31552 20678 1.42% 17 1621 14 17

Belgaum 64265 44173 1.12% 13 1345 21 18

Koppal 22996 12716 2.04% 23 1653 12 19

Raichur 33669 22514 3.97% 29 1749 7 20

Bellary 38981 27898 1.85% 20 1539 18 21

Bangalore 56439 39149 0.80% 9 589 30 22

Bagalkot 23187 14105 1.21% 14 1226 25 23

Kodagu 6927 4555 1.21% 15 1249 24 24

Dharwad 25447 16187 2.32% 24 1378 20 25

Yadgir 17357 11702 2.69% 26 1480 19 26

Bijapur 24178 17621 1.86% 21 1112 26 27

Gulbarga 34090 25051 3.88% 28 1329 22 28

Shimoga 18458 13885 3.04% 27 1051 27 29

Bidar 13702 10705 4.90% 30 806 29 30

State 857234 571864 1.51% 1402

Summary: Ramanagara, Uttar Kannada & Chitradurga have done very well in the month with less than the state average. It may be noted that Haveri has also done exceptional in this department. Bidar, Shimoga & Gulbarga need to improve their numbers in accelerating their disposal rates.

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2. Transport Department:

Summary: Dakshina Kannada, Uttara Kannada & Udupi have excelled in this department .There are many districts which is showing a 0% default too. . Bidar, Chikkaballapura & Kolar need to improve their numbers in accelerating their disposal rates.

District Appltn Rcvd in

May

Appltn Displ in

May


Rank in Default

as %age of total

rcpt

Rcpt per lakh

popltn

Rank in Rcpt per lakh

popltn

Overall Rank



Uttara Kannada 4754 4540 0.00% 2 331 11 2

Udupi 6375 6075 0.03% 10 541 3 3

Mysore 10697 10492 0.03% 9 357 8 4

Tumkur 7172 6686 0.00% 3 267 15 5

Gadag 2682 2354 0.00% 4 252 16 6

Bangalore Rural 3792 3263 0.05% 14 384 7 7

Hassan 4179 4667 0.00% 5 235 18 8

Gulbarga 5812 5362 0.00% 6 227 19 9

Davanagere 5963 5204 0.05% 13 306 12 10

Bangalore 71579 68038 0.76% 26 746 1 11

Dharwad 7925 7678 0.25% 23 429 5 12

Bagalkot 5584 4953 0.07% 16 295 14 13

Bellary 5178 4789 0.04% 11 204 21 14

Haveri 4776 4689 0.13% 19 299 13 15

Kodagu 2558 2824 1.29% 28 461 4 16

Belgaum 16326 13513 0.49% 24 342 9 17

Shimoga 7489 7417 0.91% 27 427 6 18

Yadgir 1720 1483 0.00% 7 147 27 19

Ramanagara 2060 2132 0.05% 12 190 25 20

Chamarajanagar 0 52 0.00% 8 0 30 21

Bijapur 4235 4112 0.07% 15 195 24 22

Chikmagalur 3822 4190 1.86% 29 336 10 23

Chitradurga 3647 2845 0.16% 22 220 20 24

Mandya 4272 4155 0.56% 25 236 17 25

Raichur 3322 3572 0.12% 18 173 26 26

Koppal 2741 2484 0.15% 21 197 23 27

Kolar 2046 1894 0.10% 17 133 28 28


Bidar 3468 3490 1.93% 30 204 22 30

State 216951 205490 0.38% 355

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3. Commercial Taxes:

Summary: Commercial Taxes was the first department to launch the Sakala scheme across the whole state. Dakshina Kannada, Mysore, Bagalkot, Uttar Kannada have done very well in the department. Not far away Kodagu. Chikkaballapura & Chamarajanagar. However on the other side, Yadgir, Haveri, Raichur & Koppal needs improvement in its default numbers.


May

Appltn Displ in

May


Rank in Default as %age of total rcpt

Rcpt per lakh

popltn


popltn

Overall Rank



Mysore 8005 7439 0.05% 6 267 5 2

Bagalkot 1870 1799 0.00% 1 99 11 3

Uttara Kannada 1235 1229 0.00% 2 86 12 4

Udupi 2790 2457 0.18% 9 237 6 5

Belgaum 14414 12016 0.28% 11 302 4 6

Dharwad 10810 10263 0.41% 13 585 2 7

Bijapur 3204 2736 0.12% 8 147 10 8

Bangalore 120045 115742 1.74% 20 1252 1 9

Gadag 850 792 0.12% 7 80 15 10

Bidar 1398 1243 0.50% 14 82 14 11

Kodagu 272 256 0.00% 5 49 24 12

Davanagere 3123 2958 1.83% 22 160 9 13

Shimoga 2913 2638 1.92% 23 166 8 14


Ramanagara 800 649 1.13% 17 74 17 16

Bellary 5470 5695 3.69% 27 216 7 17

Bangalore Rural 470 452 0.21% 10 48 25 18

Hassan 987 1017 0.61% 15 56 22 19

Chamarajanagar 332 376 0.30% 12 33 27 20

Tumkur 1718 1654 1.80% 21 64 20 21

Mandya 670 552 1.04% 16 37 26 22

Chikmagalur 579 502 1.21% 19 51 23 23

Chitradurga 1126 1029 2.49% 24 68 19 24

Gulbarga 2121 2128 6.69% 30 83 13 25

Koppal 1089 901 6.61% 29 78 16 26

Kolar 427 457 1.17% 18 28 28 27

Raichur 1387 1256 4.76% 28 72 18 28

Haveri 910 825 2.53% 26 57 21 29

Yadgir 238 213 2.52% 25 20 30 30

State 198449 188683 1.47% 325

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4. Urban Development:

DISTRICT Appltn Rcvd

in May

Appltn Displ in

May



Rcpt per lakh

popltn


popltn

Overall Rank


Uttara Kannada 4549 4413 0.00% 1 317 1 1

Udupi 2248 2223 1.39% 11 191 4 2

Gadag 2676 2452 0.57% 6 251 2 3

Belgaum 7931 7719 1.41% 12 166 8 4

Dharwad 2951 2907 0.72% 8 160 11 5

Chitradurga 2794 2639 0.49% 4 168 7 6

Kodagu 768 768 1.69% 13 138 12 7

Bagalkot 4366 4092 3.20% 16 231 3 8


Haveri 2570 2474 0.81% 9 161 10 10

Ramanagara 1446 1494 4.69% 19 134 15 11

Shimoga 2369 2357 2.42% 15 135 14 12


Davanagere 3137 2842 0.56% 5 161 9 14

Bangalore Rural 1253 1311 5.34% 21 127 19 15

Bijapur 2800 2703 1.37% 10 129 17 16

Kolar 2671 2514 10.78% 28 173 6 17

Hassan 1934 1965 2.39% 14 109 22 18

Mysore 3525 3561 3.45% 17 118 21 19

Mandya 2285 2201 0.64% 7 126 20 20

Tumkur 3563 3392 7.69% 23 133 16 21

Bidar 1718 1658 3.56% 18 101 24 22

Bellary 1951 1984 8.67% 26 77 28 23

Gulbarga 2326 2305 34.14% 30 91 26 24

Raichur 1512 1463 6.02% 22 79 27 25

Chikmagalur 1456 1309 8.25% 25 128 18 26

Chamarajanagar 1071 991 28.46% 29 105 23 27

Yadgir 744 676 5.03% 20 63 29 28

Koppal 1405 1201 9.24% 27 101 25 29

Bangalore 3772 3156 7.70% 24 39 30 30

State 73985 71023 2.71% 121

Summary: Uttara Kannada again is among the firsts in this department too. followed by Udupi, Gadag. Districts like Dakshina Kannada, Chikkaballapura & Mandya have also done well in terms of Default management.

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5. Rural Development & Panchayat Raj:

Summary: Udupi, Uttar Kannada & Kodagu have done well in this department. Chikkaballapura, Gadag & Dakshina Kannada have also done well with near zero default in disposal. While Raichur Chamarajanagar, Bellary & Gulbarga needs to improve. Raichur is showing an exceptionally high rate of default.


May

Appltn Displ in

May

May Default

as %age of total

rcpt

Rank in Default

as %age of total

rcpt

Rcpt per lakh

popltn


popltn

Overall Rank


Udupi 604 399 0.0% 1 51 4 1

Uttara Kannada 737 585 0.0% 2 51 3 2

Kodagu 580 540 0.5% 6 105 1 3


Mandya 909 458 0.8% 8 50 5 5

Ramanagara 532 315 0.8% 7 49 7 6

Haveri 1084 739 2.3% 13 68 2 7

Gadag 297 412 0.3% 5 28 11 8

Bangalore Rural 367 309 1.9% 12 37 9 9


Koppal 267 133 1.1% 10 19 14 11

Chitradurga 586 458 2.6% 14 35 10 12

Chikmagalur 569 416 3.7% 18 50 6 13

Hassan 338 198 1.2% 11 19 15 14

Kolar 330 247 3.0% 16 21 12 15

Davanagere 208 162 1.0% 9 11 21 16

Yadgir 239 214 4.2% 19 20 13 17

Shimoga 214 189 2.8% 15 12 19 18

Mysore 426 386 6.3% 22 14 18 19

Bijapur 330 287 6.4% 23 15 17 20

Dharwad 88 52 3.4% 17 5 26 21

Gulbarga 399 338 21.6% 29 16 16 22

Bangalore 326 286 5.8% 21 3 27 23

Belgaum 61 47 4.9% 20 1 29 24

Bagalkot 109 136 7.3% 24 6 25 25

Tumkur 170 139 10.0% 25 6 24 26

Bidar 113 101 10.6% 26 7 23 27

Bellary 194 177 20.6% 28 8 22 28

Chamarajanagar 25 17 12.0% 27 2 28 29

Raichur 1 2 600.0% 30 0 30 30

State 11043 8496 3.3% 18

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6. Labour Department:

Summary: Kolar, Hassan & Dakshina Kannada are leading the race, not far away are other districts like Udupi, Uttar Kannada, Davanagere, Bellary and many more. Yadgir, Bangalore Rural, Shimoga & Bidar are high here. This needs to be worked upon by these districts.


May

Appltn Displ in

May

May Default

as %age of total

rcpt

Rank in Default

as %age of total

rcpt

Rcpt per lakh

popltn


popltn

Overall Rank


Kolar 636 737 0.00% 1 41 1 1

Hassan 305 231 0.00% 2 17 4 2


Udupi 148 130 0.00% 4 13 9 4

Uttara Kannada 156 145 0.00% 5 11 11 5

Davanagere 211 183 0.00% 6 11 12 6

Mysore 623 626 0.87% 16 21 2 7

Dharwad 271 273 0.39% 14 15 7 8

Bellary 193 197 0.00% 7 8 16 9

Ramanagara 154 157 1.07% 18 14 8 10

Bijapur 339 252 1.55% 21 16 6 11

Bangalore 1938 1821 2.43% 26 20 3 12

Gadag 64 64 0.00% 8 6 22 13

Haveri 93 83 0.00% 9 6 23 14

Chitradurga 108 118 0.87% 15 7 19 15

Mandya 174 94 1.21% 20 10 15 16

Chamarajanagar 45 32 0.00% 10 4 26 17

Koppal 134 157 1.56% 22 10 14 18


Raichur 61 131 0.00% 11 3 28 20

Bidar 186 163 8.57% 30 11 10 21

Gulbarga 59 55 0.00% 12 2 29 22

Tumkur 186 253 1.73% 23 7 18 23

Belgaum 225 262 0.97% 17 5 25 24

Kodagu 6 4 0.00% 13 1 30 25

Bagalkot 119 79 2.11% 24 6 20 26

Shimoga 127 134 3.21% 27 7 17 27

Chikmagalur 40 42 1.13% 19 4 27 28

Yadgir 71 78 8.33% 29 6 21 29

Bangalore Rural 57 44 3.31% 28 6 24 30

State 7196 7111 1.51% 12

20

7. Women & Child Welfare Development:


in May

Appltn Displ in

May

May Default

as %age of total

rcpt


Rcpt per lakh popltn


popltn

Overall Rank


Gadag 196 196 0.00% 1 18 3 1

Davanagere 351 351 0.00% 2 18 4 2

Kodagu 43 49 0.00% 3 8 10 3

Mysore 216 216 0.00% 4 7 11 4

Chitradurga 1069 1051 0.07% 17 64 1 5

Udupi 71 63 0.00% 5 6 14 6

Bangalore 183 183 0.00% 6 2 18 7

Dharwad 239 239 0.18% 19 13 6 8

Uttara Kannada 25 25 0.00% 7 2 19 9

Shimoga 302 305 0.55% 21 17 5 10


Bagalkot 0 0 0.00% 8 0 20 12

Bellary 0 0 0.00% 9 0 21 13

Haveri 105 105 0.11% 18 7 12 14

Mandya 220 216 0.82% 22 12 8 15

Chikmagalur 246 301 23.01% 28 22 2 16

Bidar 0 0 0.00% 10 0 22 17

Bangalore Rural 95 59 2.26% 23 10 9 18

Bijapur 0 0 0.00% 11 0 23 19

Chamarajanagar 0 0 0.00% 12 0 24 20


Koppal 89 92 2.86% 25 6 13 22

Tumkur 111 116 2.40% 24 4 15 23

Gulbarga 0 0 0.00% 14 0 26 24

Belgaum 176 176 3.38% 26 4 16 25

Kolar 0 0 0.00% 15 0 28 26

Ramanagara 35 34 3.92% 27 3 17 27

Raichur 0 0 0.00% 16 0 29 28

Hassan 0 0 100% 29 0 27 29

Yadgir 0 0 100% 30 0 30 30

State 4033 4039 1.65% 7

Summary: Most districts that have receipts of services show a 0% default. However, there are many districts that show NIL receipts, they seem mostly in remote Karnataka regions. Awareness could be a cause for such nil receipts.

21

8. Food & Civil Supplies Department:


May

Appltn Displ in

May

May Default

as %age of total

rcpt


Rcpt per lakh

popltn


popltn

Overall Rank



Udupi 449 457 0.00% 2 38 2 2

Uttara Kannada 341 341 0.00% 3 24 3 3

Mysore 526 520 0.00% 4 18 5 4.5

Chikkaballapura 214 214 0.00% 5 17 6 5.5

Bagalkot 269 253 0.00% 6 14 8 7

Hassan 229 229 0.00% 7 13 9 8

Ramanagara 129 130 0.00% 8 12 10 9

Gadag 78 66 0.00% 9 7 12 10.5

Kolar 108 107 0.00% 10 7 13 11.5

Belgaum 312 308 0.00% 11 7 14 12.5

Chamarajanagar 56 54 0.00% 12 5 15 13.5

Shimoga 334 363 0.21% 23 19 4 13.5

Kodagu 27 27 0.00% 13 5 17 15

Davanagere 85 83 0.00% 14 4 18 16

Chikmagalur 190 190 0.85% 25 17 7 16

Bangalore 846 846 0.10% 22 9 11 16.5

Haveri 58 58 0.00% 15 4 21 18

Mandya 60 60 0.00% 16 3 22 19

Bangalore Rural 24 24 0.00% 17 2 23 20

Tumkur 47 48 0.00% 18 2 24 21

Chitradurga 84 83 0.90% 26 5 16 21

Gulbarga 103 103 0.73% 24 4 20 22

Raichur 16 14 0.00% 19 1 27 23

Bellary 104 105 1.97% 27 4 19 23

Yadgir 5 5 0.00% 20 0 28 24

Koppal 0 0 0.00% 21 0 30 25.5

Dharwad 25 25 3.45% 28 1 26 27

Bidar 27 27 4.65% 29 2 25 27

Bijapur 3 5 11.11% 30 0 29 29.5

State 5744 5734 0.17% 9

Summary: Bijapur, Dharwad & Bidar are showing high default rates, while Koppal shows NIL receipt. Most of the other districts are showing near 0% defaults.

22

9. Home Department:


in May

Appltn Displ in

May

May Default

as %age of total

rcpt


Rcpt per lakh

popltn

Rank in Rcpt per

lakh popltn

Overall Rank


Ramanagara 1063 579 32.30% 3 98 8 1

Bangalore Rural 2020 1388 15.16% 13 205 1 2

Chitradurga 1501 1232 9.57% 5 90 10 3

Hassan 1747 1148 13.79% 8 98 7 4

Kodagu 980 746 3.34% 14 177 2 5

Tumkur 2004 1641 1.89% 4 75 14 6

Dharwad 1612 1119 3.73% 6 87 12 7

Chikmagalur 999 697 15.87% 9 88 11 8

Shimoga 1710 1411 6.81% 17 97 9 9

Davanagere 940 838 3.05% 7 48 20 10

Kolar 1931 1575 5.71% 26 125 3 11

Mysore 3692 2160 20.87% 25 123 4 12

Gulbarga 577 515 2.30% 2 22 28 13

Yadgir 191 184 1.47% 1 16 30 14


Bangalore 6174 4752 20.39% 16 64 15 16

Udupi 1341 1338 2.30% 27 114 5 17

Uttara Kannada 1215 1154 1.14% 20 85 13 18

Gadag 496 406 5.90% 12 47 21 19

Mandya 1850 1612 4.13% 28 102 6 20

Bidar 626 484 9.65% 10 37 25 21

Chamarajanagar 556 490 6.78% 19 54 18 22

Bijapur 417 334 1.60% 11 19 29 23


Belgaum 1806 1140 10.55% 18 38 23 25

Bellary 1334 1263 8.09% 23 53 19 26

Haveri 647 510 6.88% 21 40 22 27

Koppal 373 353 3.55% 22 27 27 28

Bagalkot 707 672 4.92% 29 37 24 29

Raichur 685 695 3.49% 30 36 26 30

State 41221 32285 10.66% 67

Summary: The department’s performance in terms of default may please not be taken at face value. Integration between the Police department’s software and Sakala is being carried out resulting in such values.

23

10. Health & Family Welfare Department:


May

Appltn Displ in

May

May Default

as %age of total

rcpt

Rank in Default

as %age of total

rcpt

Rcpt per lakh

popltn

Rank in Rcpt per

lakh popltn

Overall Rank


Chikmagalur 1577 1567 1.66% 7 139 1 1

Uttara Kannada 280 283 0.00% 1 19 10 2

Koppal 451 412 0.21% 4 32 7 3

Chitradurga 594 545 1.35% 6 36 6 4

Kodagu 202 200 2.46% 8 36 5 5

Udupi 143 144 1.12% 5 12 12 6

Belgaum 1268 1255 2.53% 9 27 9 7


Bijapur 1297 1292 11.22% 21 60 2 9

Gulbarga 86 40 0.00% 2 3 25 10


Ramanagara 191 180 7.92% 17 18 11 12

Bagalkot 1080 1059 15.08% 25 57 3 13

Hassan 178 180 4.73% 15 10 17 14

Mandya 803 803 18.97% 28 44 4 15

Bellary 0 0 0.00% 3 0 30 16

Shimoga 95 93 4.17% 11 5 23 17

Davanagere 228 226 8.80% 20 12 14 18

Dharwad 106 109 4.32% 14 6 22 19

Bidar 108 105 8.55% 18 6 20 20

Chamarajanagar 120 120 17.88% 27 12 13 21

Raichur 22 22 4.26% 13 1 29 22

Bangalore Rural 100 90 15.60% 26 10 16 23

Mysore 142 143 8.70% 19 5 24 24

Tumkur 170 127 11.56% 22 6 21 25

Yadgir 78 54 14.12% 24 7 19 26

Bangalore 123 109 7.56% 16 1 28 27

Kolar 108 106 21.15% 29 7 18 28

Haveri 50 44 12.28% 23 3 26 29

Gadag 31 32 48.84% 30 3 27 30

Summary: Chikkamagalur, Uttar Kannada & Koppal are shown as the first 3 rankers. However, Gulbarga, Chitradurga & Udupi have also fared well here. Gadag, Mandya, Kolar, Haveri needs to show better values.

24

11. Education Department:


May Appltn Displ in

May

Default as %age of total rcpt

Rank in default as %age of total rcpt

Bagalkot 27 15 0.00% 1 Bangalore Rural 4 0 0.00% 2 Belgaum 0 0 0.00% 3 Bellary 0 0 0.00% 4 Bidar 3 1 0.00% 5 Bijapur 4 0 0.00% 6 Chamarajanagar 9 3 0.00% 7 Chikkaballapura 0 0 0.00% 8 Chikmagalur 4 2 0.00% 9 Chitradurga 15 2 0.00% 10 Dakshina Kannada 0 0 0.00% 11 Davanagere 10 4 0.00% 12 Dharwad 1 1 0.00% 13 Gadag 6 2 0.00% 14 Gulbarga 222 191 0.00% 15 Hassan 3 1 0.00% 16 Haveri 2 0 0.00% 17 Kodagu 0 0 0.00% 18 Kolar 1 0 0.00% 19 Koppal 1 0 0.00% 20 Mandya 4 1 0.00% 21 Mysore 19 8 0.00% 22 Raichur 1 0 0.00% 23 Ramanagara 2 1 0.00% 24 Shimoga 3 0 0.00% 25 Tumkur 8 5 0.00% 26 Udupi 2 1 0.00% 27 Uttara Kannada 4 3 0.00% 28 Yadgir 1 0 0.00% 29 Bangalore 10839 3406 0.02% 30 Total 11195 3647 0.03%

Summary: The education department’s values are mostly seasonal. They will spurt in months of admissions and results, while they will lie low in other months. However, Bangalore shows a high number of receipts.

25

Chapter 4

Services utilised under Sakala – A Deep Dive

There are basically 2 sub chapters under this Chapter. The first chapter talks about the 3 services most used among the top 5 departments. Chapter 2 talks of services that could be utilised more as per our analysis,

Sub Chapter 1: List of most used Services among the 5 most departments:

1. Revenue:

Service Used Percentage used

Issue of All types of Caste Certificates 65%

All types of Income Certificates 29%

Residency Certificates 5%

Other Services 1%

2. Transport:


Learners’ Licence 38%

Registration of Vehicles 41%

Driving Licence 20%

Other Services 1%

26

3. Commercial Taxes:


Issue of Form C declarations 85%

Issue of Form F declarations 8%

Registration Under KVIT 4%

Other Services 3%

4. Urban Development:


Birth & Death Certificates 72%

Khatha Extract 18%

Building Plans Approval 5%

Other Services 5%

5. Rural Development & Panchayat Raj:


Alterations to Assessment List 35%

NOC to ESCOM 16%

Provision of Drinking Water 11%

Services relating to MNREGS 10%

Provision of Street Light 10%

Other Services 18%

27

Sub Chapter 2: List of Services that are under –utilised, which according to Analysis, should have been used in a greater count;

Sl.No Department Service NO. OF RECIEPTS

DURING THE MONTH

NO. OF DISPOSALS DURING THE

MONTH

1 Ayush License for establishment of Drug Store 1 0

2 Ayush Issue of performance and no conviction certificates as per Drugs and Cosmetics Act and

Rules there under

6 6

3 Ayush Issue of Medical Certificate 31 30

4 BBMP Grant of trade licence specified category under rules 69 18

5 BBMP Sanction of Building Plan in sites up to 2400 sq.ft.

Dimension for residential single dwelling unit. (Not

Computerized)

109 25

6 BBMP Khatha Extract/Certificate 185 183

7 BMTC Accident Relief Fund 0 0

8 BMTC Issue of Free Bus Passes to freedom fighters 0 0

9 BMTC Issue of Bus Passes to Physically challenged 1 1

10 BMTC Issue of Student Concessional Pass 16 13

11 BMTC Total: 17 14

12 BWSSB Permission for new connection/Additional

Connection for water supply and under Ground Drainage for

multi-storied Buildings.

10 10

13 Commercial Issue of registration under the CST Act,1956 31 28

14 Commercial Issue of permit under the Karnataka Entertainments Tax

Act, 1958. 44 48

15 Commercial Issue of registration under Karnataka Tax on Luxuries Act,

1979. 59 60

16 DPI (Edu) Registration of Schools 1 1

17 DPI (Edu) First Recognition of Schools 8 6

18 DPI (Edu) Renewal of recognition for Schools 83 32

19 Drugs Dept Name Change 7 7

20 Drugs Dept Change addition/deletion of Competent person 13 14

21 Drugs Dept Change addition/deletion of Registered Pharmacist 128 130

28


DURING THE MONTH


MONTH

22 ESI Submission towards sanction of Deposits for Super Specialty

Treatment to ESIC 0 0

23 ESI Sanction of Medical Reimbursements Bill of IPs 2 0

24 ESI Submission of Super Specialty Medical Reimbursement bills 3 0

25 F&CS Issue of authorization to run Fair Price Shops (FPS) under

Karnataka Essential Commodities (Public

Distribution System) Control Order 1992.

0 0

26 F&CS Issue of licence under Karnataka Essential

Commodities Licensing order 1986 to Retail dealers in food grains, pulses, edible oils and

Kerosene.

0 0

27 F&CS Issue of licence under Karnataka Essential

Commodities Licensing Order 1986, licence to wholesale

dealers in food grains, pulses, edible oils and Kerosene.

0 0

28 Factories Disposal of Complaints 8 6

29 Factories Approval of Boiler and Pressure part Manufacturing

drawing/Steam pipeline and pipeline layout drawings

41 41

30 Factories Registration of Boilers,Economisers and Steam

pipelines 42 10

31 Factories Registration of Factories and Issue of licence 83 35

32 Factories Amendment/Transfer of licence/Issue of duplicate

Licence 107 52

33 Factories Approval of Factory plans 153 86

34 Labour License under ISMW Act,1979 0 0

35 Labour Registration ISMW Act, 1979 0 0

36 Labour Registration of plantation under the Plantation Labour

Act,1951 1 1

37 Labour Registration under Motor Transport Workers Act,1961 1 1

38 Labour Licenses to Industrial premises under the Beedi and Cigar(Conditions of

Employment) Workers Act,1966

6 13

39 Labour Registration under the Trade Union Act,1926 16 12

29


DURING THE MONTH


MONTH

40 Labour Registration of Establishment under the Building and Other

Construction Workers(Regulation of

employment and Conditions) Act,1996

52 51

41 Labour Registration of Principal employer under Contract

Labour Act 62 59

42 Labour License to the contractor under the Contract Labour Act,1970 154 142

43 Police Disposal of petition 0 0

44 Police NOC for Crackers License 20 12

45 Police NOC for petrol pump, gas agency,hotel,bar etc. 37 11

46 Police License for Amusement 57 19

47 Police Permission for Peaceful Assembly and procession 98 36

48 Police Arms License Verification District 129 2

49 Police NOC for Extension of Visa 158 193

50 PU Board Issue of Duplicate marks card 0 0

51 PU Board Registration for Opening of new Private PU Colleges 0 0

52 PU Board Recognition Renewal of Private Pre University Colleges 7 0

53 PU Board Revaluation of answer scripts of the 2nd PUC final

examination 7 1

54 PU Board Re-totaling answer scripts of the 2nd PUC final examination 15 1

55 RDPR E-PAYMENT FOR THE WORK EXECUTED UNDER

DEVELOPMENTAL SCHEMES 20 22

56 REVENUE Not Re-married Certificate 0 0

57 REVENUE Population Certificate 3 1

58 REVENUE Payment of Compensation as per Land Acquisition Act after the issue of 12(2) notice in

undisputed cases

35 22

59 REVENUE Living Certificate 42 37

60 REVENUE Verification/Validity of Caste Certificate 93 101

61 REVENUE Birth Certificate 113 117

62 REVENUE Unemployment Certificate 141 137

63 W&CD Enrollment of 0 to 3 years children in Anganwadi centers 83 113

64 W&CD Enrollment of 3 to 6 years children in anganwadi centre 93 109

30

Chapter 5

Most sought after List of services demanded by Citizens:

List of Services demanded to be added under Sakala by Citizens:

Sl No Department Service Requested Remarks 1 Revenue Project Displacement

certificate 15 days – 20 days.

2 Revenue Character Certificate 7 days 3 Revenue Agriculture Income

Certificate 30 days

Crop & other damages -15- 20 days

4 Revenue Natural Calamity Relief/ Claims

Death – 1 day 5 Revenue Solvency Certificate 7 days 6 Revenue social security

schemes(Old age pension, Destitute widow

pension,Sandhya suraksha yojana,Physically

handicap pension,anthya samskara,national family

benefit scheme,)

1 month

Khatha change 30 days IMP cases 60days

Disputed cases 6months

7 Revenue

8 Revenue Issue of 11 E Sketch ( Pre-

mutation sketch) 30 days

9 Revenue RTC – Corrections ( Typological Errors)

30 days

10 Revenue Issue of Duplicates in Survey section ( Akar

Bandh, LR- Pakka Tippan, RR Pakka Tippan, Atlas,

Village Map, Kharab Utar, etc

7-10 days

11 Revenue Family member certificate 7 days

31

Sl No Department Service Requested Remarks 12 Revenue/BBMP Additions, Deletions,

Modification ,and shifting of voters name in the electoral roll.(Form-

6,7,8,8A)

30days

13 Urban local self bodies

Khatha changes 15days

14 BBMP Garbage clearance in Civic areas

1 day

15 BBMP Repair of bad roads 30 days 16 RDPR Timely release of workers’

payment (MNREGA) 5 days

17 Transport Registration of new Vehicle

3 days

18 Food and civil

supplies Issuing APL card 15 days

Sanction of new

connection of power supply

A) Where extension of line is not required.

1 month

B) Where extension of lines or constructions of stations is required, the time limit is

stipulated by KERC is as follows.

a)Low tension supply 45 days b)11KV supply 60days

c)33KV supply(HT) 90 days d)Extra High tension

(EHT)supply 180 days

19 Energy Department

20 Energy

Department Transfer of ownership and

conversion of service/category

7 days


Conversion of LT single phase LT 3 phase/LT to HT

& vice versa

30 days

Normal Fuse-off a) Cities and Towns 7 days


b) Rural areas 15 days

32

Sl No Department Service Requested Remarks 23 Energy

Department Re connection of supply following disconnection

in cities & towns on the same day and in rural

areas within 24 hours of receipt of payment from

the consumer


Re-fund of deposit within 60 days of receipt of request


Issue of certificates on the same day of receipt of application

(a) checking correctness 7 days

(b) replacing slow meter 10 days

(c) replacement of burnt meter 7 days, if fault

not attributable to consumer


Meter complaint

(d) replacement of burnt meter in other

cases within 24 hours of payment of charges


Line break down city 6 hours, rural areas 24 hours


Transformer failure within city 24 hours, in rural areas 72 hours

29 RDPR Approval for Construction of Individual Toilets

10 Days

30 Revenue Registration of Property Same day

Notes: The Individual departments will analyse and list out all the citizen oriented services rendered by them and proposes for inclusion under the Act.

33

Chapter 6

Evaluation Report by IIMB’s Centre for Public Policy (CPP) ‐ Visit to Dakshina

Kannada Indian Institute of Management (IIM), Bangalore, after their initial analysis of the usage of Sakala in pilot phase ( refer Chapter 1); they carried out an in‐depth assessment of its implementation and functioning in the pilot Taluk of Puttur and Mangalore city in Dakshina Kannada district. The assessment involved interviews with a cross‐section of officers from four departments on the advantages of Sakala and the challenges in its successful implementation. Excerpts of the Study document is reproduced below: The study ascertained areas where additional assistance is required for better performance and best practices that have been introduced to improve the delivery of Sakala. In addition the study also included interviews of citizens who were at the various government offices for availing Sakala services, to gain an understanding of the level of awareness of Sakala.

Summary of Findings on its field study: The key findings by IIM on its interaction with officials and citizens were as follows: • Speaking to citizens who were availing services at the time of field visit, many

responded by saying that they were not facing any particular difficulty or delay in availing the services in Puttur and Mangalore. However the level of awareness of Sakala was minimal, with majority of the citizens unaware of Sakala and unable to identify the symbol and the caption.

• IIM recommended to provide a department‐ specific training and create

training manual identifying the workflow for each of the service under Sakala. This was concluded based on a study they carried out in the Revenue and Transport department.

• The Revenue department in Puttur and the City Corporation in Mangalore observed that due to their erstwhile legacy of being with the Madras Province,

34

many of the documents mandated by Sakala for Revenue and City Municipal Corporation services needed a review.

• The biggest benefit of Sakala is the ease of monitoring the delivery of services.

Many Departments use the practice of going through the reports of “due for today and due for tomorrow” to find any requests that may have not already been delivered. Senior departmental staff found it helpful that the software enabled all staff to self‐monitor any delays in the applications they were handling.

• Officials felt that Sakala empowers and recognises officers who have been

performing conscientiously, and also found that interaction and cooperation between team members increased since the introduction of Sakala.

• Step‐wise tracking of applications is not available. Application status tracking phone no. should be included on the display board for citizens. Acknowledgement printout of application receipt should include information on status tracking such as phone no. and website.

• Sakala implementation faces some hindrances due to delay in delivery of materials. Example – Cards for Smart Cards are supplied by Rosemerta from Bangalore and any delay in the availability of the smartcards will result in pending applications.

Recommendations:

• There is need for tailored training along with a manual specific to the department. If transfer of ownership of migrated vehicles and issue of clearance certificate services are included under Sakala, there will be a need to integrate the RTO system with the Police IT system.

• Need for further decentralisation of Administration for efficient delivery of services.

• Resolving technical glitches relating to incomplete integration of existing departmental software and the Sakala System should be taken up on a priority basis to ensure the benefits of Sakala is fully met.

• Unfilled staff vacancies have led to a severe shortage that is overburdening existing staff across departments. If additional services are to be included under Sakala then recruitment of IT‐skilled staff is imperative.

35

Chapter 7

Call Centre data Analysis: In all, the Call centre (080 ‐4455 4455) received a total of 37000+ calls up to date of which 346 calls were in the nature of complaints.

The breakup of complaints further is shown below: 273 were not related to Sakala (complaints received, however they did not relate to services coming under the Sakala Act) and 73 of them were related to services coming under Sakala.

The district wise breakup of complaints received is shown below:

36

Analysis of complaints received for the month of May, 2012

In the month of May 47 complaints were received at the call centre out of which 21 complaints were found to be disposed of. With respect to 11 complaints, the complainants were un‐contactable because of various reasons. Remaining 15 complaints remain undisposed till date.

37

Out of 15 complaints, 1 complaint relates to transport department dealing with vehicle registration. Food & Civil Supplies department is yet to dispose 3 applications which relates to correction of entries in the ration card. Revenue Department has to dispose 3 complaints ‐ 1 with respect to issuance of validity certificate, another one with respect to issuance of duplicate of RTC, another complaint relates to non issue of GSC No. to the applications seeking RTC. RD & PR has to is yet to settle 8 cases, 2 cases with respect to providing sanitation at villages, another 4 complaints related to providing drinking water facility, remaining 2 complaints still lie un attended, as the portal information tells that the services are delivered but the complainant alleges the services are yet to be delivered.

In the month of April out of total calls received by the public at the call centre, 70% of citizens expressed their happiness about the timely delivery of services. But in the month of May there is significant increase in the percentage of public appreciating the services of Sakala with 97% of citizens calling at call centre expressing their gratitude for the timely delivery of services. This trend is highly welcome.

In an analysis of the peak time of calls to the call centre, we found that most calls on Sakala are received between 9am to 5 pm. The same trend continued for all months.

Based on a random feedback obtained by our Call centre – it was learnt that about 70% of the people were happy with Sakala in April 2012, however in the month of May 2012 the feedback revealed that 97% people were happy with the Sakala services. This is tremendous improvement. With addition of services, we are hopeful to meet every citizens needs.

38

On an analysis of how the calls could be categorised, we can observe that enquiries on procedures & information about the Act constituted more than 50% of the calls received. Another interesting observation is the General Enquiries have come down drastically in May. (April – 5195 calls and in May we had just 6 calls), the same applies to Address enquiries, Appeal enquiries. However, we can note that the Enquiries about the Act have doubled. This shows that the general awareness of Sakala has grown and overall the acceptance of the Act by the general public is showing an upward trend. This is positive.

39

Chapter 8

Citizen Feedback – a Compilation

43

Chapter 9

Events & Happenings:

a. Interactive session with Citizen Bodies: An Interactive session with the India Against corruption Karnataka branch was held on 6 May 2012 Sunday at Vartha Bhavan, Bangalore. The session saw a set of senior experienced persons attending the session who are very active in the areas of citizen welfare and civic responsibilities. The session was introduced by Dr. Shalini Rajneesh and the session went on for over 2 hours of constructive discussion and deliberations. At the end of this session, a team of IAC volunteers who knew the working of Sakala and would eventually spread the message among citizens of the benefits of Sakala. The other outcome of this interaction was a set of feedback that was received which the Mission Administration actively considered. These issues pertained to adding certain more critical services to be included in the Sakala Act.

b. Review meetings by the Hon. Law Min, Resp. CS and other senior Bureaucrats.

Several Meetings and review mechanisms are in vogue at the mission. These review meetings are conducted in detail and action points noted for every department head and issues and concerns that may come up will be discussed in detail.

1. The Hon Law Minister’s Address to the Press on 4 May 2012: Excerpts as below:

Hon. Minister gave the press a detailed update on the progress and the improvement areas during the month of April 2012.

Hon. Law Minister also insisted that all departments in all districts must display the services board and this was made compulsory. It was noted by some present that there were many places w/o these board and the Hon Law Minister assured action.

The Law Minister also said he would look into the demand of adding services in to the Sakala Act at the earliest.

The Law Minister noted that there are practical difficulties like dry bore wells in dry areas was an issue in delivering timely services as it

44

was beyond control. However, any laxity in the service by officials will not be tolerated.

The Law Minister also stressed the need to create more awareness to ensure citizens have a right to this act. This way the reach is more and the success and the very purpose of this act are fully met.

2. The Respected Chief Secretary’s Meeting of all Department heads to review Sakala on 18 May 2012:

The CS took a note of the District Wise, Department wise performance as of date.

Details of pendency was sought and reasons for the same was understood and guidance given.

Software issues like Integration of Sakala Software with other pre‐existing software (Like Vahana for Transport or Nemmadi for Revenue) needed a closer watch and to ensure it was done in time and accurately.

Review of Awareness related issues were noted and guided. The CS also insisted on continuous training to staff to ensure scaling of efficiency by introducing them to higher technology.

3. Several awareness creation plans are in the cards which are planned in the month of June 2012.

4. The BBMP‐ RWA‐ Sakala Meeting on 8 May 2012: The meeting was called in the Conference Hall of Vidhana Soudha with the Honourable Law Minister presiding the meeting and along with him were the Worshipful Mayor of Bangalore City, The Commissioner of BBMP, and other Senior Bureaucrats. It was a resounding success to see more than 44 RWA actively participating in the meeting with over 120 people attending and speaking our passionately. This was a Session organised by the Sakala Mission taking the BBMP and the RWA to come to a common platform and discuss issues of common citizens. One good take away of this meeting was feedbacks received –which formed the basis of adding services to the Sakala Act.

45

Sri. Suresh Kumar – Hon. Law Minister addressing the Gathering

Some of the Issues that came to the Fore during this meeting were:

Addition and inclusion of some critical services like Ration card issuance. Renewal of Licence in the transport department. Improvement in the services of the Civic bodies like BBMP, CMCs etc. Khatha Transfer services to be included. More Apathy towards citizens by Govt officials was voiced

The Hon Law Minister with his Senior Team intently listening to Citizens.

One of the most unique feature of this meeting was that the respective Ward officers, Joint Commissioners of BBMP were present and answered some queries on the spot posed by the Media as well as Citizens.

46

Chapter 10

Some Important Sections of the Act & Rules governing the Act:

• The Act is very simple in its provisions. There are 20 Sections and about 27 Sub sections.

• There are Rules which govern/guide the enforcement and applicability of the Act by prescribing forms and formats to ensure standardization.

• The Entire process is automated to reduce workload and increase efficiency monitoring.

Important sections of the Act:

• Right to Service: Sec 3 -Right to obtain Citizen related Services within the stipulated time specified in the Schedule:

• Stipulated Time: Sec 5 – Max. Time to provide the Service by a Govt. Servant or to decide the appeal.

• Monitoring the Status of the Application – Sec 6: every citizen having applied for a service shall be provided an application number known as the GSC number and shall be entitled to monitor the progress of his application from time to time.

• Payment of Compensation Cost to Citizens: Sec 8: Citizens having applied for services shall be entitled to seek compensatory cost @Rs 20 per case per day, in case of delay or default up to Rs 500.

• Appreciation Letter recorded in ACR for no default.

B. The Karnataka Guarantee of Services to Citizens Rules 2012

• Public Authority shall :

1. Section 3 :Display the schedule of services with time frame, check list of documents, prescribed fees, application form for compensatory cost and contact details of CO and AA, for the citizen in the Notice Board.

2. Section 4: Provide computerized acknowledgement with 15 digit unique number known as the GSC number.

47

3. Section 4(3): Designated Officer shall within the stipulated time, either provide service, or reject the application recording the reason in writing & intimate to the applicant the procedure for approaching CO.

4. Section 16 - Maintain status of all applications and update the status as and when action is taken through an online tracking system.

KGSC Rules – Important Forms

• Form A – Display of Services.

• Form B – Acknowledgement by designated Officer.

• Form C - Notice of recovery of Compensation cost

• Form D – Format of the Order of Appellate Authority.

• Form E -1 – Register to be maintained by designated officer.

• Form E -2 - Register to be maintained by competent officer.

• Form E -3 - Register to be maintained by Appellate Authority.

• Form E-7 – Format of Appreciation Letter.

Important Sections of the Rules

• Section -6 - Manner of seeking payment of Compensatory Cost:- Citizen having applied for citizen related services shall be entitled to seek compensatory cost by submitting a copy of Form-B to the Competent Officer or filing a complaint with the acknowledgement Number through Call Centre.

• Section – 7- Manner of giving notice ( By mail, SMS, Portal)

• Section -15- Recovery of Compensatory Cost:- The Competent Officer shall cause to recover the compensatory cost from the salary or honorarium or remuneration as the case may be from the defaulting staff.

• Section -18 – Monitoring of Implementation.

48

Chapter 11

The Road Ahead The central idea of future development of Sakala Mission is that the interface of citizen with government and its agencies becomes a pleasant and enriching experience for the citizen. With this goal in mind the Mission is gearing up to hand‐hold the citizen in his quest for service delivery from the Government.

The present impression of government being a complex and complicated entity with enigma attached to delivery of services to the citizens is sought to be replaced by transparent, predictable and pleasant experience. A paradigm shift in citizen‐government interaction is the goal.

The central thrust to achieve this covers the following –

1. The citizen interface points – be it regular government offices or Special Citizen Service Centres (like Nemmadi) – become better equipped from both infrastructure and staffing point of view to give full support to the citizens seeking services.

2. Citizen Help Desks as well as On‐line information makes it possible for citizen to obtain the services he desires in single or at the most two visits. The citizen shall not need to visit more than twice for any service (Call Centre is already operational)

3. On‐line as well Call Centre based acceptance of applications for services from the citizens. In due course, this facility is aimed to be extended to the delivery of services as well.

4. It is well understood in Mission that timely service delivery is critically dependent on modifying/replacing old archaic procedures of service processing and delivery. Mission is working on “Business Process Reengineering” of processes to rationalise the decision making so that not only the citizen gets timely delivery of services but at the same time the government officials’ work burden also comes down.

5. The Information Technology will form the backbone to sub serve citizens better. The information on each step of processing of a given application by a citizen will be made available On‐line as well as through Call Centre and SMS.

49

6. The application forms for all the services will be standardized and converted into On‐line E‐Forms. These application forms will be in a universal and common format, and, therefore, the citizen will find them user‐friendly and easy to use/fill. For example – at present the application forms for different services tend to be very different from each other. This makes it a herculean task to decipher and fill each application form which is different for different services. MISSION will develop a universal and easy to use E‐format for all services. This E‐format will be usable in the manual system as well.

7. MISSION will attempt universalization of use of Digital Signatures Certificates, and, thus, maximization of e‐delivery of services. However, the transition from present manual system to e‐systems will be seamless and smooth for all the users.

8. Mission will support Mobile based access to government services. 9. Mission aims at leveraging existing databases of government departments to

harness information therein to accurately, quickly/over‐the‐counter, deliver public services. For example – in case of an applicant seeking repeat service or a applicant seeking repeat service which his family member have already availed, then the Mission’s system will be able to correlate with the existing requests and facilitate quick/over‐the‐counter decisions. This will greatly help citizen in services such as caste certificates, income certificates, etc.

10. Mission aims to achieve inter‐operability and cross‐communication of multiple databases of government and private systems to use the information therein to accurately and quickly/on‐line deliver services in a secure fashion.

11. Mission, together with government departments, aims to provide interface to receive and make payments for any of the government services electronically/on‐line. In fact, the claims of compensatory cost payments for delayed disposal of service request will also be payable to the citizen on‐line/electronically.

12. The government servants will be provided full support to discharge their duties by providing actionable information in due time as well as by other support such as emails, login accounts etc. Mission has planned out regular and continuous training programmes for all stakeholders.

13. The citizens interface with the government (or its agencies) broadly for the following (i) Public Services – these are the services to be provided to the citizens pursuant to Acts, Rules, Government Orders, Schemes, Circulars etc (ii) Public Grievances – these broadly arise in relation to interaction of the citizens with the government or its agencies but do not constitute public

50

services by themselves. For example allegation of lack of cordial behaviour against a public servant by a citizen will fall in this category (though the dividing line between the public services and grievances is a thin one) (iii) Information seeking requests – this is generally covered by Right to Information Act, 2005 & Rules there under (iv) Any correspondence from citizen due to or in connection with affairs of the government. Mission aims to become a single point solution to facilitate handling all these interactions, keep a track of the same on the lines of notified services.

It is expected that the number of departments and services under the ambit of Sakala Services Act will expand continuously and rapidly. The strides are already underway to include applications under “Right to Information Act” as well the disposals of State Secretariat (including file movement). These simple but path‐breaking changes will usher in transparent, people oriented, predictable administration and governance.

The State of Karnataka has Karnataka State Wide Area Network (KSWAN) and State Data Centre – these IT infrastructures are being leveraged for better and reliable delivery of services to the citizens.

51

Chapter 12

Reaching out a) Street plays that Reach every ear!

The Pioneer to start this unique activity was Belgaum district. The Street plays (known as Beedhi Nataka) are plays that convey the relevance and importance of Sakala among the remotest villages in Karnataka.

A Beedhi Nataka at one of the Gram offices in Gadag in May 2012

These plays are enacted during important public congregations where citizen presence is the maximum. The theme of these plays is to make citizens aware of their rights as a citizen and the mode to avail them. These have a huge success and though the plays commenced in April, it accelerated in May. A detailed plan of such plays across the state has been planned and executed across the whole state. For example: During the period 14 May to 24 May 2012‐ All talukas in the Mangalore region was covered in the Plan. Similar such plans are drawn for other districts too. More of these can be accessed at the following website: http://www.facebook.com/karnatakacitizenservice

52

b) Helpdesks: Help desks have been approved to be set up. The Helpdesk would serve as a bridge between the nodal points of Sakala service and the citizens. These Helpdesks are being set up at a cost of 1.68 crores and would be manned by retired govt officials and recognised NGOs. A formal training would be provided to these helpdesks to explain the nature of their duties and how they could help the common man apart from being a bridge between the citizens and the DC offices. The mission is in the process of identifying these individuals to man the Helpdesks.

c) Display Boards – incl ads in City: Display boards are being put in every department nodal point and in every service point. While this is still ’work in progress’ sincere and concrete efforts are on by the Mission and the respective departments to ensure they are in place. As per the Act, this is mandatory and in every review meetings these points are emphasised upon. A sample display board in one of the departments is shown below.

d) Details of Posters, Booklets distributed: As part of making sure the services of Sakala is available across every corner of the state, we printed posters, booklets, rules copies to ensure people are aware. So far, over 11800 posters have been distributed to be displayed at various locations. Similarly, over 6500 copies of the Act copies have been handed over to various departments and given to citizens and forums.

53

Annexure to the Report: 1 Details of IT consultants and their contacts details:

Details of I T Consultants State-wide Sl.

No. District Name of IT Consultant Mobile No. E-mail I.D.

1. Bangalore Urban Vittala.R. 9538006128 [email protected]

2. Bangalore Rural Pavan kumar 9741239060 [email protected]

3. Belgaum Radhika.K. 9538517628 [email protected]

4. Bellary Basavaraja.L.M. 9535439767 [email protected]

5. Bidar Veerendrabomma,BE(CS)

9538753252 [email protected]

6. Bijapur Gayathri Chavan 9880180220 [email protected]

7. Bagalkote Managouda.S.Janali 8197546777 [email protected]

8. Chikkamagalur S.V.L Durga 8123317883 [email protected]

9. Chitradurga Aravinda Reddy.B.K. 8123561176 [email protected]

10. Chamarajanagar Not Joined yet - -

11. Chikkaballapur Vasanth Kumar.N. 9743328514 [email protected]

12. Dakshina Kannada

Rupesh.K.R.M. 8722622521 [email protected]

13. Dharwad R.V.Srikara 9480324383 [email protected]

14. Davanagere Prem narayankar 9844833448 [email protected]

15. Gulbarga Vidya.B.Devpur 8880613553 [email protected]

16. Gadag Anand.R.Chikkannagowdar


17. Hassan Vasanth Kumar.S. 8050418692 [email protected]

18. Haveri Vijay Kumar.D.S. 9742508496 [email protected]

19. Kodagu Dena N.D. 8105691344 [email protected]

20. Kolar Venktesha Babu.K. 9964424567 [email protected]

21. Koppal Shashidar C 9731310712 [email protected]

22. Mandya Sudha 9742781382 [email protected]

23. Mysore Vijay.D.R. 9986437945 [email protected]

24. Raichur Aisha Siddiqa 9972583153 [email protected]

25. Ramanagara Gowthami .H.K 9538105310 [email protected]

26. Shimoga Chandan Sandoor 9742038039 [email protected]

27. Tumkur B.R.Chandana 7676737375 [email protected]

28. Uttara Kannada Gopala Krishna.V.Kenikar


29. Udupi Harsh Raj 9880417532 [email protected]

30. Yadgiri Ragavendra K. 9481643054 [email protected]

54

Annexure to Report 2

Details of Nodal Officers for KGSC Act are provided as under:

KGSC ACT-2011 - NODAL

OFFICERS Contact No.

Sl. No. Name Designation

Office Mobile Fax e-mail

Dy. Secy to Govt. 1 S.N. Krishnakumar

Revenue Dept.

080-22253713

98863 28494 22256384 [email protected]

2 Dr. Karur B.V. Joint Director (M) 080-22874196

94498 43145 22874196 [email protected]

Joint Director, 3 G.S. Dakshayini Devi PU Edu. Dept.

080-23361858

99808 25859 [email protected]

Dy. Director 4 M. Narasimha Nayak

PU Edu. Dept.

080-23361858


Joint Director, 5 B.S. Ramachandra Dept. Factories &

Boilers

080-26531208

93412 34851 26531202 [email protected]

6 Anuradha R. Dy. Labour Commissioner (P

& S), Dept. of Training &

Employment

080-26531256

94483 14920 26531256 [email protected]

7 K. Eshwar Prasad Sup. of Police, S.C.R.B.

080-22254790

94808 00430 22353877 [email protected]

Commissioner, 8 Govindaraju K.H.

Dept. of Food, Civil Supplies &

Consumers Affairs

080-22262187

99020 10029 22267205 [email protected]

9 Dr. V. Sridevi Dy. Director (ESIS),

080-23324325


Joint Director, 10 C.G. Suprasanna

Directorate of Municipal

Administration

080-22863731

94481 11080 22861665 [email protected]

Joint Director, BBMP

11 Shankarappa B.


12 R. Venkatesh Technical Director, NIC

080-22863218

94498 15148 22863382 [email protected]

Joint Director, ICDS

13 Usha R. Patavari

Women & Child Development

080-22353780

90080 02602 22370228 [email protected]

Dy Director, 14 Smt Manasa H

Dept. for the Empowerment of Differently Abled & SeniorCitizens, Women & Child Dept


55

KGSC ACT-2011 - NODAL

OFFICERS Contact No.

Sl. No. Name Designation

Office Mobile Fax e-mail

15 C.N. Vijayakumar DDPI, K.S.E.E.B. 080-23562267


16 Shashikala H. Asst. Director, e-gov.

94489 99439

Sr. Asst. Director, 17 S.R.S. Nadhan

C.P.I.

080-22214352

98452 77999 22211086 [email protected]

18 M. Vadivelu Dy. Drugs Controller

080-22262846

94485 41864 22286492 [email protected]

Director (PR), 19 Kumar P.

R.D.P.R.

080-22353925

99000 12464 22353925 [email protected]

20 A.M. Prasad ADGP (Crime & Tech. Services)

080-22942102


Joint Director(M) 21 S.G. Mangalgi

Ayush

9449529815

Asst Commnr 22 Shri B N Biradar

Commercial Tax Dept.

9449834338 <[email protected]>

Jt. Commrnr, 23 Shri R V D'Souza

Transport Dept.

9481782999 <[email protected]>

24 Shri K.G.S. Murthy Co-ordinator, e-gov.

080-22032087


25 Shri Prakash KSRTC 7760990023

26 Shri Abdul Nasir C Executive Engineer, BWSSB

080-22945116


56

Annexure to Report 3

Details of Complaints Received and it’s Status:

NAME DISTRICT DEPARTMENT Complaint Details FOLLOWUP‐STATUS

PRAVEEN BANGALORE TRANSPORT DEALY TO ISSUE VEHICLE REGIESTRATION SINCE MARCH 15, ( ELECTRONIC CITY OFFICE ,KA 51,

MB 4861)

NOT SOLVED

CHUODA REDDY KOLAR RDPR DELAY IN SERVICE MAINTENANCE OF VILLEGE SANITATION,FROM

LAST 09/04/2012. (GSC NO; PR0011000001585,

THIMMASANDRA GP )

NOT SOLVED

PRAKHASH HASSAN FOOD AND CIVIL SUPPLIES

DELAY OF NAME DELETION IN BPL Ration Card FROM PAST 6 MONTH .HASSAN TP FOOD INSPECTOR IS NOT RESPONDING PROPERLY.

NOT SOLVED

PRAKHASH CHITRADURGA URBAN DEVELOPMENT

TO GET A LIVING CERTIFICATE THE PRESCRIBED FEE IS Rs 15 ONLY, BUT

THE CONCERNED TOWN PANCHAYATH OFFICER Mr

VEERAYYA HAS TAKEN Rs 50, IT MEANS HE TOOK MORE THAN THE PRESCRIBED FEE . PLEASE LOOK

INTO IT.

SOLVED

GURULINGA BIDAR RDPR THERE IS NO PROPER WATER SUPPLY PAST FROM 1 MONTH . ( THANAPUSHANURU, GP )

NOT SOLVED

PRAVEEN BANGALORE FOOD AND CIVIL SUPPLIES

DELAY TO ISSUE TRANSFER OF RATION CARD TO‐OTHER AREA,

PAST FROM 2 MONTH ( K R PURAM, TP)

NOT SOLVED

CHUODA REDDY KOLAR RDPR DELAY IN SERVICE MAINTENANCE OF VILLEGE SANITATION,FROM

LAST 09/04/2012. (GSC NO; PR0011000001585,

THIMMASANDRA GP )

NOT SOLVED

GURULINGA BIDAR RDPR PLEASE FIND THE GSC NO,WHICH SHOWS STATUS AS APPROVED ,

BUT CITIZENS NOT RECEIVED ANY SERVICE DELIVERED (GSC

NO:PR0011000015096, THANAPUSHANURU, GP)

NOT SOLVED

NAGARAJ SHETTY UDUPI WOMEN AND CHILD WELFARE NIRANJAN BHATT ( OFFICER)

ASKING 50 RUPPES FOR Senior CITIZEN CARD.

SOLVED

NARASIM SETTY BANGALORE BBMP ARAKERE MYCO LAYOUT, BBMP OFFICERS ARE NOT RESPONDING PROPERLY DELAY TO KATHA EXTRACT FROM LAST 2 YEARS.

SOLVED

57


PUNDALIK MHADAR

BAGLKOT RDPR DELAY OF PAYMENT IN MGNREGS

FROM LAST 1 MONTH, (LAXSHATTI GP)

SOLVED

B R KRISHNA BANGALORE RURAL

REVENUE DEPARTMENT RTC has been forged BY

DEPARTMENT,FROM PAST 6 MONTH.

Non‐Contactable

VENKATESH TUMKUR URBAN DEVELOPMENT DELAY TO ISSUE KATHA EXTRACT

, Citizen is Demanding for Compensation as per Sakala.

SOLVED

SUDHAKAR MANDYA URBAN DEVELOPMENT

DELAY TO ISSUE DEATH CERTIFICATE FROM LAST 3

MONTH,& OFFICERS NOT DOING ANY THING.

SOLVED

PRADEEP BANGALORE RDPR HE HAS APPLIED FOR WATER CONNECTION AND STREET LIGHTS

IN THE APPLICATION IT IS APROVED BUT NO WATER

CONNECTION AND STRRET LIGHT

NOT SOLVED

PRATHIBA MYSORE RDPR NO PROPER WATER SUPPLY FROM 1 MONTH,(AALANALLI ,GP)

Non‐Contactable

PRASANNA VENKATEH

BANGALORE TRANSPORT DELAY TO ISSUE DL SINCE 26/3/2012,(INDRA NAGAR RTO

OFFICE , NO;1689412) SOLVED

MUNIYAPPA KOLAR RDPR DELAY OF PAYMENT IN MGNREGS

FROM LAST 1 YEAR. (MAARIKUPPA GP)

SOLVED

NAGARAJ HAVERI REVENUE DEPARTMENT

DELAY TO ISSUE RESIDENCE CERTIFICATE SINCE 14TH FEB 2012, AND NO RESPONSE FROM THE

CONCERNED OFFICER

SOLVED

SAI RAM BANGALORE BBMP DELAY TO ISSUE KHATHA CERTIFICATE SINCE,27/04/2012. (BOMMANALLI ZONE DIVISION NO;174 , RECIEPT NO;179‐12‐13)

SOLVED

NAGMURTHYAPPA MHADAPPA PANCHAL

BIJAPUR RDPR DELAY IN SERVICE MAINTENANCE OF VILLEGE SANITATION,FROM

LAST 04/05/2012. ( THIGALURU, GP )

Non‐Contactable

GOURI SHANKAR BANGALORE REVENUE DEPARTMENT

DELAY TO ISSUE VALIDITY OF CAST CERTIFICATE SINCE

,5/04/2012,FROM K R PURAM TP.( R.I ANIL,OFFICER NOT RESPIONDING

PROPERLY)

NOT SOLVED

H S ARAS MYSORE REVENUE DEPARTMENT

DELAY TO ISSUE RTC SINCE 20/11/2011 FROM NARASIPURA TP,(

OFFICER NOT RESPONDING PROPERLY,)

NOT SOLVED

58


KARTHIK BANGALORE BBMP DELAY TO ISSUE BUILDING PLAN FROM PAST 6 MONTH,( 30X40 SITE, RAJARAJESWARI BBMP OFFICE)

Non‐Contactable

RAVI SHANKAR BANGALORE HEALTH & FAMILY WELFARE

DELAY IN REIMBURSEMENT FROM PAST 3 MONTH.

Non‐Contactable

BALAPPA GADAG RDPR THERE IS NO PROPER WATER SUPPLY ( BASARAKODA ,GP)

NOT SOLVED

SANJEEV KUMAR GULBURGA REVENUE DEPARTMENT

IN JEVARGI TP OFFCERS ARE NOT ISSUING GSC NOʹs FOR RTC. (OFFICER NAME; ANADA)

NOT SOLVED

ADITYA BANGALORE COMMERCIAL TAXES

DEPARTMENT

CITIZEN HAS APPLIED FOR TAX CERTIFICATE(Issue of registration

under the Karnataka Tax on Professions, Trades, Callings and

Employments Act, 1976.) ON 24/4/2012 AND TAT GIVEN WAS 15 WORKING

DAYS, BUT STILL HE HAVENʹT RECEIVED ANY SERVICES. WHEN HE IS TRYING TO APPEAL IN THE KGSC PORTAL ITS SHOWS ʺGSC Application is not rejected or crossed

the due dateʺ

SOLVED

RAKESH CHIKKAMAGLUR REVENUE DEPARTMENT

DELAY TO ISSUE RTC FROM PAST 2 MONTH, MANJUNATH (V. A ) HE ALSO TOOK Rs 2,000 BRIBE , BUT

FROM 80 DAYS HE IS NOT DOING ANY WORK FOR THE CONSULT

PERSON.

Non‐Contactable

MUTTHU MHAHALINGA

BANGALORE BBMP THE APPLICANT AS MADE A COMPLAINT ON BBMP OFFICER THAT HE IS NOT ACCEPTING SANCTION OF BUILDING PLAN .(MHAHADEVPUR BBMP OFFICE)

SOLVED

M E ABBAS KODGU REVENUE DEPARTMENT

DELAY TO ISSUE RTC PAST FROM 10 YEARS .

Non‐Contactable

MALLIKARJUNA Y THOTAGANTI

HAVERI HOME DEPARTMENT

DELAY TO ISSUE OF FIR TO THE COMPLAINANT SINCE 1/5/2012

FROM RANEBENNUR SUB‐POLICE STATION .

SOLVED

RAVI KUMAR TUMKUR HEALTH & FAMILY WELFARE

DEALY IN ISSUE OF WOUND CERTIFICATE FROM TUMKUR DISTRICT HOSPITAL.(GSC

NO;HF0990000008512)

SOLVED

VIJAY K S CHITRADURGA TRANSPORT DELAY TO ISSUE DL PAST FROM 2 MONTH.( GSC NO; TR0160000003153)

Non‐Contactable

VIDYA SHANKAR BANGALORE BBMP DELAY TO ISSUE DEATH

CERTIFICATE .(GSC NO;BB0990000002803)

SOLVED

59


S B MAYACHARI BANGALORE FOOD AND CIVIL SUPPLIES

DELAY TO ISSUE TRANSFER RATION CARD TO‐OTHER

AREA,SINCE 19/9/2011 FROM K R PURAM TP.

NOT SOLVED

NAYEEM SHET MYSORE URBAN DEVELOPMENT

DELAY TO ISSUE KHATHA EXTRACT SINCE 14/4/2012 FROM

MYSORE CITY CORPORATION.( GL NO;69/12‐13.)

SOLVED

NARASIMA RAO KULKARNI

RAICHUR REVENUE DEPARTMENT

DELAY TO ISSUE MUTATION EXTRACT PAST FROM 4 MONTHS. OFFICERS ARE INFORMING TO CITIZENS THERE IS A SYSTEM PROBLEM , THEY ARE NOT ISSUING MUTATATION EXTRACT(SINDANUR, TP)

Non‐Contactable

K RAGAVENDRA RAICHUR URBAN DEVELOPMENT

DELAY TO ISSUE KHATHA EXTRACT FROM RAICHUR

CMC(GSC NO; L2099‐00000‐25059, APPEAL 1 NO; L2F1100001)

Non‐Contactable

VASANTH KUMAR BAGLKOT REVENUE DEPARTMENT

DELAY TO ISSUE RESIDENCE CERTIFICATE SINCE 16/5/2012,

FROM BHADHAMI TP & THEY ARE NOT PROVIDING GSC NO,WHEN

THE CITIZENS ARE ASKING ABOUT THE GSC NO.THEY ARE SAYING

THAT THE SYSTEM IS NOT WORKING. (APPLICATION NO; C‐

222282)

SOLVED

JAMADAGNI KOPPALA RDPR PLEASE FIND THE GSC NO,WHICH SHOWS STATUS AS APPROVED ,

BUT CITIZENS NOT RECEIVED ANY SERVICE DELIVERED (KHARTAGI,

GP)GSC NO;PR0011000010032,

NOT SOLVED

BASAPPA CHOBHARI

BELGAUM RDPR THE CONSULT PERSON HAD A COMPLAINT THAT HE HAS WATER PROBLEM PAST FROM 8 YEARS .HE HAS BEEN PAYING THE WATER

BILL EVERY YEAR WITHOUT DUE & HE GAVE A COMPLAINT IN NASARGI GP,THREE TIMES

(10/12/2010,16/8/2011, 23/12/2011) THERE IS NO RESPONS.

NOT SOLVED

RAGU TUMKUR RDPR DELAY IN SERVICE MAINTENANCE OF DRINKING WATER FROM PAST

1 MONTH & THEY ARE NOT PROVIDING GSC NO,WHEN THE

CITIZENS ARE ASKING ABOUT THE GSC NO.THEY ARE SAYING THAT THE SYSTEM IS NOT WORKING. (

LAKSMI PURA ,GP)

SOLVED

A ALEXANDER BANGALORE BBMP DELAY TO ISSUE BIRTH CERTIFICATE SINCE 19/5/2012 & THEY ARE NOT PROVIDING GSC

NO. (RAMAMURTHI NAGAR, BBMP OFFCE)

SOLVED

60


SHAMBU KOPPLA REVENUE DEPARTMENT

PLEASE FIND THE GSC NO,WHICH SHOWS STATUS AS APPROVED ,

BUT CITIZENS NOT RECEIVED ANY SERVICE DELIVERED (GSC

NO;RD0028730001218, GANGAVATHI, TP)

SOLVED

MOHAN K B CHITRADURGA REVENUE DEPARTMENT

This is to keep you informed when customer try to check the status of his complaint through online “Status

Description is not reflecting” but when we go to Appeal page and click on option Appeal it shows “THIS GSC APPLICATION IS APPROVEED BY

THE DEPARTMENT”. Please look into it and rectify the problem ASAP.(GSC

NO:RD0028529000540)

SOLVED

DEEPAK Bangalore COMMERCIAL TAXES

DEPARTMENT

PLEASE FIND THE GSC NO,WHICH SHOWS STATUS AS PENDING , BUT WHEN WE GO TO APPEAL PAGE

AND CLICK ON OPTION APPEAL IT SHOWS GSC Application is not rejected or crossed the due date. PLEASE LOOK INTO IT AND

RECTIFY THE PROBLEM ASAP.(GSC NO:CT0010000218490)

Non‐Contactable

61

MISSION TEAM

Dr. Shalini Rajneesh, IAS Mission Director Ph: 080 - 22353985

E‐mail: [email protected]

Sri Munish Moudgil, IAS Additional Mission Director Ph:: 080 - 22860120


Sri Varaprasada Reddy, KAS Administrator Ph:: 080 – 22032899


Sri Subramanian. S Management Consultant Ph:: 080 – 22032672

Sri Chandrasekhar G State IT Consultant Ph:: 080 - 22033189 E‐mail: [email protected]

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